What do you do when someone posts something negative about your brand online? Do you respond straight away? Do you ignore it? In this post, Chris Syme present five elements that need to be addressed as part of any social media crisis plan.
As the saying goes, “you can’t please all people, all of the time”. While this statement is true, the relevance and potential impact of disgruntled customers has been significantly amplified by the advent of social media. Companies have to be prepared to respond to negative comments and negative reviews in a way that satisfies not only the person doing the complaining, but the wider the audience looking on and reading your response.
Are you playing Russian Roulette with your social media practices? Maybe it's time for a social media crisis check-up to see if you're engaging in any risky behavior. Here are five red flags to get you started.
An explanation of how a social media crisis is run and the situations which have cropped up in recent workshop sessons: for example: Are legal departments ready for social crises? How often should you post updates? Can you post the same message across different channels?
A social media response triage is an “if this, then that” flow chart housed in your social media policy that will help you make wise decisions on whether an event is escalating to the point where it needs a response.
The opening night of the 2012 Social Media Success Summit featured a power-packed session by Jeremiah Owyang and his research on how advanced companies use social media. One of the questions after his presentation asked how to handle the escalation process in social media that can turn frustrated customers into an angry mob.
Of course, it's best to avoid a crisis in the first place. But if a situation does erupt, how a brand handles it via its social media channels can make a huge difference. Preparing a social media crisis plan is essential - but how can you test the way you communications will work and give your teams real experience? A social media simulation tool can help.